Co-founder, CEO
Not all problems can be solved through live chat, or traditional calls. Those who have spent decades in the contact center industry know this. Sometimes, more work is required to solve a customer’s problem, and it is in this kind of situation where a call back is a lot better than putting a client on hold for a long time.
I’ve long advocated how callback software helps with sales and boosting a website’s conversion rate. But did you know callback software first originated from customer service?
In this article, we’ll dive into some reasons why a call back can help you improve your customer service experience and manage your contact center operations better.
Some issues require backend work. There are also calls where an escalation to a supervisor is necessary because only the supervisor is empowered to grant the customer’s request.
Customers are much more willing to wait for a callback and go around their day than to sit on the phone. People are busy, and most of the time, they only call support during their lunch break.
If a problem needs 30 minutes to fix or more, a customer would appreciate that you value her time and that a call back is a better option.
Based on studies, 63% of customers prefer a call back rather than staying on hold. One challenge here is that the agent may forget that he was supposed to call the customer back. And this is why you need a callback software to prevent this error.
An abandoned call is a call where the customer abandons a call after waiting too long for the agent. This is different from a missed call. From a customer service aspect, an abandoned call is much worse than a missed call, as it means the customer is so frustrated when waiting for an agent that he gives up entirely on fixing his issue.
Customers who have been waiting for five minutes to talk to an available agent will abandon the call. They will just attempt to call later. This will increase your abandonment rate, and it will not look good on paper. Furthermore, customers become unhappy.
Unhappy customers = a blow to your brand perception and net promoter score.
By the time your performance is assessed as a call center, people will begin to realize that you may not be putting enough workforce in the center, or the average handle time is not where it is supposed to be.
Give your customers an option right at the onset to schedule a call back once an agent is available. Using click to call software that will automatically dial the customer’s number once an agent is ready to serve another one.
During high call volume, your agents can get tired, and performance will not be at its peak. Agents will spend more time on the phone, and your center will be inundated with call after call. An option for a call back will help ease the call volume, and then the agents can re-schedule these calls during off-peak hours.
If you use a callback software, all the agent has to do is to schedule the callback, and the software will route this to the appropriate agent who can take it the following day or during off-peak.
It is not always important that the same agent who took the inbound call must also make the callback. You can create a process where you pass the task to another group or another person, provided that he has access to enough documentation of the customer’s issue.
A click-to-call software can be programmed to capture a caller’s data from your existing database. Customers can log into their online accounts and schedule the call back from there.
By the time the agent handles the outbound call, he already knows how the customer behaved, what pages he accessed, and what help he needs. This reduces the handle time spend on the investigation and improves the customer journey from online to voice support.
Callbacks can improve productivity because no time is wasted putting a customer on hold. Scheduling a call back with a callback software allows the agent to service another customer while the previous issue is being resolved.
With this business process implemented at a site or contact center level, you can eliminate hundreds of hours of customers placed on hold whole an agent is figuring out what to do or waiting for another department to fix an issue.
With click-to-call software, you’ll save tons of money. If an agent spent 30 minutes putting the customer on hold to fix a problem while a supervisor is doing the actual fixing, you fixed that agent’s salary for 30 minutes doing nothing.
With a callback process, that agent would have serviced a new customer and used that 30 minutes to be productive, and then call the previous customer back only once the problem is solved or as scheduled. Powerful callback software also automates SMS follow-ups to customers. This helps to assure customers that you’ll be calling them back as soon as their problem is fixed, and not just blowing them off.
In summary, your contact center’s performance could be drastically improved by using a call back software.
P.S. Do you have problems improving your customer service? Try Novocall’s callback software and see your customer service costs dropping and customer satisfaction improving. Create an account here!
JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.
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